Sandeep Yadav
Sr. Manager : ITS
Noida,India
Summary
8+ years of managerial experience in infrastructure, security planning, Project Management and operational streamlining. Recognized for system improvements and positive leadership style.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Sr. Manager : ITS
Clarivate
Noida, India
06.2019 - Current
- Lead and manage a global team to triage, troubleshoot, resolve production issues and incidents.
- Working knowledge of network, systems, applications, SaaS, and cloud technologies.
- Major incident manager and participation in all High Priority (P1) issues.
- Global management of SLAs/ KPIs for call and chat support team for all Products and Business Applications
- Collaborate with multiple internal stakeholders to drive operational efficiency via solving issues and optimizing processes to ensure the successful delivery of service levels
- Own key metrics to monitor business objectives and present business reviews to senior management
- Define and champion product vision both internally and externally, conducts training sessions for respective teams
- Own progress of product(s) through product development life cycle, identifying risks and opportunities, keeping senior management informed
- Contribute to BizTech Global Operations strategy, to ensure efficiency and scalability of services
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Exceeded goals through effective task prioritization and great work ethic.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
EUC Manager and Analyst
HCL Comnet, Jardine Lloyd Thompson
Noida, Uttar P
12.2015 - 06.2019
- Global lead for service desk and DC Ops team
- Managing team Rosters, Audits and teamwork, quality parameters
- Global lead for service desk, GAM, ICC and RDS team
- Expertise in Service integration and management (SIAM)
- Managing Team strength of 29 Agents for their availability and productivity.
- Discovered root causes of problems and identified appropriate solutions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Queried databases for information needed for report processing.
- Installed system updates to address vulnerabilities and reduce security issues.
- Performed quality assurance to meet appropriate standards and facilitate improvement of processes.
- Cultivated relationships with industry leaders and within company to share tips and information.
Senior Technical Support Officer
Convergys, AT
Gurgaon, HR
08.2014 - 12.2015
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed over 50 calls per day with perfect customer satisfaction score.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results
Education
B. Tech - Electronics and Communication Engineering
Maharishi Dayanand University
Haryana 05.2010 - 05.2014
Skills
ITILv4 certified: Proficient ITIL incident, change and problem management Well experienced in ITIL service management tools
Project Management
Leadership Experience
Advanced problem solving
Project planning and development
Certification
ITIL V4, Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lean Foundation
06-2022
ITIL V4, Foundation
03-2021
Jira Software : Advanced Administration
09-2020
Project Management Foundation
09-2020
Exam Prep : AZ900
06-2020
Sr. Manager : ITS
Clarivate
06.2019 - Current
EUC Manager and Analyst
HCL Comnet, Jardine Lloyd Thompson
12.2015 - 06.2019
Senior Technical Support Officer
Convergys, AT
08.2014 - 12.2015
B. Tech - Electronics and Communication Engineering
Maharishi Dayanand University
05.2010 - 05.2014